Bank - Bilingual Collections Analyst

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**Working Arrangement**

At Home

**The opportunity**

Reporting to the Supervisor, Collections Department, the Collections Officer is responsible for the collection of delinquent and/or past due payments on loans, lines of credit and demand/chequing accounts up to the fulfillment of the debt, including the possible redemption of investments.

Manage and resolve complex delinquent accounts in a timely and accurate manner employing key relationship management skills particularly influencing and negotiation skills, using financial hardship tools with the objective of bringing the account to good standing with a side benefit of improving the customers financial literacy.

**Responsibilities**:

- **Individual Accountabilities**:

- Lending Asset Recovery: (40%)
- Review file, applicable tools, probing with customers to understand the customer’s ability to bring the account current.
- Call to action, influencing and negotiation skills, building a rapport with the customer.
- Manage balance between customer expectation and reputational risk of the Bank.
- Ensure payments and adjustments are processed accurately and within company policies
- Ensure impaired mortgages are escalated, where applicable
- Review, investigate and respond to queries on delinquent accounts received from Manulife Bank Lending, Mortgage and Customer Service departments
- Manage incoming correspondence received from clients and determine action required
- Take ownership for managing and troubleshooting files and related issues by researching all existing documentation before escalating to the next level
- Assist with maintaining and updating training materials
- Assume ownership of the files assigned, understand any urgency and assist to solve the problems that may prevent a file from moving through the process as quickly as possible
- **Key Shared Accountabilities**:

- Loss/Risk Mitigation Activity: (40%)
- Ensure delinquent/impaired accounts are dealt with proactively and in a timely manner
- Review, investigate and analyze accounts to determine client’s ability to repay the debt
- Negotiate payment arrangements/solutions within credit policy guidelines and adhering to policies and procedures
- Maintain account records regarding the financial status of the customer and the status of the collections efforts
- Escalate legal or third party notices where the Bank’s security is at risk, including property tax arrears, tax sales and insurance cancellation notices
- Operational Support: (10%)
- Contribute to the training and documentation of the collection process, while identifying improvement opportunities in streamlining workflows
- Reputational Risk: (10%)
- Manage the balance between customer expectation and reputational risk of highly sensitive situations and disgruntled, irate clients
- Ensure client privacy and confidentiality are maintained and that processes align with Bank and Compliance policies and practices Review and recommend solutions for escalated client complaints

**What motivates you?**
- You obsess about customers, listen, engage and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up. You share your humanity, helping us build a diverse and inclusive work environment for everyone.

**What we are looking for**
- Sound knowledge of collections and the ability to read/interpret mortgage/loan agreements and legal documents including bankruptcy notices and filing Proof of Claims
- Knowledge of laws, rules and regulations governing collection functions in various provinces
- Knowledge of collections/recoveries experience
- Strong analytical, interpretive and judgment skills and problem solving capabilities
- Strong communication skills, both written and verbal
- Strong negotiating and conflict management skills to work with complex/challenging delinquent accounts
- Ability to multi-task effectively in a fast paced environment
- Results oriented. Proactively seeks solutions and takes actions
- Comprehensive understanding of Manulife Bank products and services
- Strong team player with the ability to coach others in a team work environment
- Organized, adaptable and open to change
- Ability to manage conflicting priorities and fluctuating work volumes in a fast-paced changing e